Service Delivery Team Leader – Lead High-Tempo Support

Australian Department of Defence; Cooma; On-site; AUD 100,000 - 125,000; Full time

Job summary

Australian Department of Defence – Cooma NSW is seeking a proactive Team Leader to guide a Level 1 helpdesk team handling inquiries by phone and email across multiple channels. You'll coach staff, set growth goals, and ensure high-quality service in a fast-paced, evolving environment.

You will work within the Defence Customer Service Network, engage with ADF members, APS staff and the public, and occasional travel between sites to support operations. A current driver's license is required.

Qualifications

• Experience leading and mentoring teams in a fast-paced service delivery environment.
• Strong communication, organisation and negotiation skills to build trust and influence outcomes.
• Ability to work with a wide range of stakeholders including ADF personnel, APS staff, contractors and the public.

Responsibilities

• Lead and support a team to deliver customer-centric service across multiple channels.
• Provide guidance on complex customer matters, complaints and escalations.
• Analyse team performance and provide timely feedback to support development.
• Demonstrate policy and legislation-based decision making for fair outcomes.
• Investigate issues, analyse data and suggest improvements to service delivery.
• Engage with internal and external stakeholders to support service delivery and outcomes.
• Support organisational change and continuous improvement initiatives.

Skills

Leadership

People management

Stakeholder engagement

Communication

Problem solving

Customer service

Job description

Australian Department of Defence – Cooma NSW is seeking a proactive Team Leader to guide a Level 1 helpdesk team handling inquiries by phone and email across multiple channels. You'll coach staff, set growth goals, and ensure high-quality service in a fast-paced, evolving environment.

You will work within the Defence Customer Service Network, engage with ADF members, APS staff and the public, and occasional travel between sites to support operations. A current driver's license is required.